How Companies Present Quality of Their Products and Services to the Public
Wendy’s or Vapiano?
Introduction
A quality is an attribute or a property. Subjectively, something might be good because it is useful, because it is beautiful, or simply because it exists. Determining or finding qualities therefore involves understanding what is useful, what is beautiful and what exists. Commonly, quality can mean degree of excellence, as in, "a quality product" or "work of average quality". The quality of a product or service refers to the perception of the degree to which the product or service meets the customer's expectations. The quality management and quality control should be performed in all the levels. The scheme bellow demonstrates how the quality management functions in the Fast-food restaurants: In my initial research I would like to investigate two companies from the same business sector which is Entertainment and the industry is Restaurants. My choice fell on fast food Wendy’s from Wendy's/Arby's Group (USA/Canada) and Vapiano International LLC (worldwide).In order to describe my personal attitude and expectations from those restaurants I have chosen definite locations where I had a possibility to be a customer. For Wendy’s it is Branson MO, USA. Location of Vapiano is in Wien, Austria.
Further in a paper I will present the basic information about the companies in common, about how they want be seen by customer, their values and quality approach. I will put myself in position of a quality expert and will judge the restaurants from a customer view accenting on following points:
1. Satisfaction of customer needs
2. Excellence of service
3. Worth of price
4. Reliability of the company
5. Prestige
1. What are my expectations from the restaurants?
Let’s rephrase the regular quality points of customer view of satisfaction on a simple expectation from regular restaurant. What do I want there to be if I will go in?
1. Food and drinks
• The menu. What’s in it? Is it healthy? Does it taste good? The size of the portion.
Introduction
A quality is an attribute or a property. Subjectively, something might be good because it is useful, because it is beautiful, or simply because it exists. Determining or finding qualities therefore involves understanding what is useful, what is beautiful and what exists. Commonly, quality can mean degree of excellence, as in, "a quality product" or "work of average quality". The quality of a product or service refers to the perception of the degree to which the product or service meets the customer's expectations. The quality management and quality control should be performed in all the levels. The scheme bellow demonstrates how the quality management functions in the Fast-food restaurants: In my initial research I would like to investigate two companies from the same business sector which is Entertainment and the industry is Restaurants. My choice fell on fast food Wendy’s from Wendy's/Arby's Group (USA/Canada) and Vapiano International LLC (worldwide).In order to describe my personal attitude and expectations from those restaurants I have chosen definite locations where I had a possibility to be a customer. For Wendy’s it is Branson MO, USA. Location of Vapiano is in Wien, Austria.
Further in a paper I will present the basic information about the companies in common, about how they want be seen by customer, their values and quality approach. I will put myself in position of a quality expert and will judge the restaurants from a customer view accenting on following points:
1. Satisfaction of customer needs
2. Excellence of service
3. Worth of price
4. Reliability of the company
5. Prestige
1. What are my expectations from the restaurants?
Let’s rephrase the regular quality points of customer view of satisfaction on a simple expectation from regular restaurant. What do I want there to be if I will go in?
1. Food and drinks
• The menu. What’s in it? Is it healthy? Does it taste good? The size of the portion.